Troubleshooting Hardware Problems

i-Series Virtual Advisor

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Symptom Cause Solution
A connection cannot be established if the installation location is changed Are the network settings for this device and PC correct? Check whether the IP addresses, subnet masks, and default gateways of the instrument and the PC are appropriate for the network environment of the installation location.
A link to an external detector cannot be established even though it is connected Is the connection with, or settings for, an external detector correct? Check for dirt or foreign particles in the optical cable connector. Check whether the optical cable is inserted all the way. Check whether the link address of the external detector is set to "1."
A time program cannot be edited Is the instrument configuration at time program creation different from the current instrument configuration?  The function of a non-existing unit cannot be changed when the instrument configuration at time program creation differs from the current instrument configuration. Delete the relevant line and add a new line.
Analysis does not proceed in the [Pause] status Is the setting for the event input correct? In "System settings" for the controller, set [Event In] to [Ready In].
Cannot add to Favorites in the web browser --- If using Internet Explorer to connect to the instrument, the Toolbar or Status Bar is not displayed, and it is not possible to add to Favorites on the browser screen. Create a shortcut on the desktop.
Cell temperature control does not work Is the set temperature appropriate? Set the temperature for the cell temperature control properly. The setting range for the cell temperature control depends on the room temperature, column temperature, pump flow rate, and cooling pipe.
Cell temperature control does not work Is the connector plugged? Firmly connect the connector.
I want to print the maintenance information or instrument configuration from my web browser --- Press Ctrl + P on the keyboard. The browser's printing screen is displayed.
If the CMD information is displayed, it turns into garbled characters Is the instrument shared with another one? Reconfigure the settings from LabSolutions.
Injection does not occur In the "System settings" for the autosampler, is "Autosampler control" set to "Offline"? Configure the set value for "Autosampler control" to "Online".
Intensity is low Is the lamp deteriorated? Even if an air cell has a small intensity, or if the lamp usage time is longer than 2,000 H, replace the lamp.

Reference: Replacing the D2 Lamp - PDA Detector / UV Detector
Intensity is low Is the flow cell dirty? Visually check for foreign particles in the flow cell and check how dirty the cell window is. If foreign particles or dirt is present, disassemble and clean the flow cell. If the dirt cannot be removed, replace with a new lens.

Reference: Disassembling and Cleaning the Flow Cell - PDA Detector / UV Detector,  Replacing a Flow Cell Part - PDA Detector / UV Detector
Intensity is low Is the exposure time setting appropriate? Configure the automatic settings for the exposure time.
Intensity is low Is the aspiration of the mobile phase excessive?  Inspect the mobile phase solution and the flow line, and remove any foreign particles.
Intensity is low Have air bubbles accumulated in the flow cell? Check whether the baseline changes significantly if the cell outlet tubing is held down. Alternatively, visually check if air bubbles are flowing into the flow cell. If air bubbles are flowing, disassemble and clean the flow cell.

Reference: Disassembling and Cleaning the Flow Cell - PDA Detector / UV Detector
Internet Explorer does not start Are the settings for Internet Explorer correct? Check the Internet Explorer settings.
It is not possible to log in when starting the instrument Is the password correct? Check whether the password is correct. If the problem persists, contact your Shimadzu representative.
Liquid leaks from the connection part of the flow line Is a connection part loose or damaged? Retighten the connection part. If retightening does not stop the liquid leak, replace the connection part.
Liquid leaks from the gap in the high-pressure valve Has the airtightness between the rotor and stator degraded?  Inspect/replace the rotor and stator.

Reference: Inspecting the High-Pressure Valve Rotor and High-Pressure Valve Stator, Replacing the High-Pressure Valve Rotor and High-Pressure Valve Stator
Liquid leaks from the gap in the low-pressure valve Has the airtightness between the rotor and stator degraded?  Inspect/replace the rotor and stator.

Reference: Inspecting/Replacing the Low-Pressure Valve Rotor and Low-Pressure Valve Stator
Main power switch is turned ON but there is no power Is the power cord unplugged? Plug in the power cord properly.
Main power switch is turned ON but there is no power Is the power cord damaged or defective? Replace the power cable or contact Shimadzu
Main power switch is turned ON but there is no power Does the power supply comply with instrument specifications?  Ensure that the power supply meets the instrument specs.
Mobile phase spills in column oven or leak tray but no error message is displayed Is the gas sensor or leak sensor sensitivity poor?  Clean the leak sensor. Validate the gas sensor and leak sensor. If NG, adjust the sensitivity.
Pump is not operating (mobile phase not flowing, pump not moving) Was [PUMP] pressed? is the [PUMP} lamp illuminated? Press [PUMP] -- the pump indicator illuminates.
Pump is not operating (mobile phase not flowing, pump not moving) Does the flow rate display as "0"? Set the flow rate.
Pump is not operating (mobile phase not flowing, pump not moving) Are there error messages such as P-MAX or P-MIN? Press [Clear] and remove the cause of the error
Pumping is unstable and the pulsating flow of the pump is excessive/Flow rate is less than the set value Is the suction filter clogged? Perform an ultrasonic rinse of the suction filter. If the ultrasonic rinse has no effect, replace the filter.
Pumping is unstable and the pulsating flow of the pump is excessive/Flow rate is less than the set value Is the line filter clogged or nearly clogged?  Perform an ultrasonic rinse of the line filter or replace it.
Pumping is unstable and the pulsating flow of the pump is excessive/Flow rate is less than the set value Is the drain valve open? Close the drain valve.
Pumping is unstable and the pulsating flow of the pump is excessive/Flow rate is less than the set value Is the check valve malfunctioning? Pump 2-propanol to rinse the check valve. Note that, when using a buffer solution, first pump purified water to rinse the check valve. Then pump 2- propanol to rinse. If rinsing has no effect, perform an ultrasonic rinse of the check valve or replace it.

Reference: Rinsing the Check Valve
Pumping is unstable and the pulsating flow of the pump is excessive/Flow rate is less than the set value Is the check valve dirty? Pump 2-propanol to rinse the check valve. Note that, when using a buffer solution, first pump purified water to rinse the check valve. Then pump 2- propanol to rinse. If rinsing has no effect, perform an ultrasonic rinse of the check valve or replace it.
Pumping is unstable and the pulsating flow of the pump is excessive/Flow rate is less than the set value Have air bubbles entered the suction filter tube? Press [Purge] to wash away the mobile phase completely. Vibrate the suction filter to remove the air bubbles. When the suction filter becomes clogged, perform an ultrasonic rinse. If the ultrasonic rinse has no effect, replace the filter. Degas the mobile phase.
Pumping is unstable and the pulsating flow of the pump is excessive/Flow rate is less than the set value Does previous mobile phase remain inside the pump head?  Press [Purge] to wash away the mobile phase completely.
Pumping is unstable and the pulsating flow of the pump is excessive/Flow rate is less than the set value Does liquid leak from the gap between the pump head and the head holder? Replace the plunger seal. If removing the plunger seal does not stop the liquid leak, replace the plunger.

Reference: Cleaning and Replacing the Plunger and Diaphragm, Inspecting the Plunger and Diaphragm, Replacing the Plunger and Diaphragm, Replacing the Plunger Seal
Pumping is unstable and the pulsating flow of the pump is excessive/Flow rate is less than the set value Does liquid flow from the plunger seal? Replace the plunger seal. When the lifetime of the plunger seal is extremely short, replace the plunger as well. Maintenance procedures will vary depending on your system type.

Reference: Cleaning and Replacing the Plunger and Diaphragm, Inspecting the Plunger and Diaphragm, Replacing the Plunger and Diaphragm, Replacing the Plunger Seal
Pumping is unstable and the pulsating flow of the pump is excessive/Flow rate is less than the set value Does liquid flow from the connection part of the flow line? Retighten the connection part. If retightening does not stop the liquid leak, replace the connection part.
Pumping is unstable and the pulsating flow of the pump is excessive/Flow rate is less than the set value Are there air bubbles inside the pump head? Press [Purge] to remove air bubbles. Alternatively, connect a syringe to the end connection of the drain tubing to remove the air bubbles.
The connected external detector cannot be properly controlled Are the settings for the external detector correct? Check that the external detector is not in the local mode.
The external input/output terminal on the back does not operate Is the setting for the event input/output correct? Check whether the "System settings" of the controller are properly set.
The instrument operates but does not pump Is the mobile phase empty? Replenish the mobile phase.
The instrument operates but does not pump Is the drain valve open? Close the drain valve.
The instrument operates but does not pump Is the check valve malfunctioning? Pump 2-propanol to rinse the check valve. Note that, when using a buffer solution, first pump purified water to rinse the check valve. Then pump 2- propanol to rinse. If rinsing has no effect, perform an ultrasonic rinse of the check valve or replace it.

Reference: Rinsing the Check Valve
The instrument operates but does not pump Does liquid flow from the connection part of the flow line? Retighten the connection part. If retightening does not stop the liquid leak, replace the connection part.
The instrument operates but does not pump Does air enter from the connection part of the suction filter and the pump? Firmly connect the suction filter fitting.
The instrument operates but does not pump Are there air bubbles inside the pump head? Press [PURGE] to eliminate the air bubbles or connect a syringe to the end connection of the drain tubing to remove the air bubbles.
The pressure becomes too high Is the line filter clogged or nearly clogged? Perform an ultrasonic rinse of the line filter or replace it.
The pressure becomes too high Is the inside diameter of the tubing too thin? Use the specified tubing.
The pressure becomes too high Is the column clogged Inspect the pressure of the column, and if the column is clogged, replace it.
The pressure changes excessively when switching between high-pressure valves Is the rotating position of the high-pressure valve misaligned? Contact your Shimadzu representative.
The pressure changes excessively when switching between high-pressure valves Is the high pressure valve clogged? The pressure changes excessively when switching between high-pressure valves.

Reference: Inspecting the High-Pressure Valve Rotor and High-Pressure Valve Stator, Replacing the High-Pressure Valve Rotor and High-Pressure Valve Stator
The pressure changes excessively when switching between high-pressure valves Is the flow line clogged? Backwash the flow line. Inspect the flow line, and if it is clogged, replace the part. 
The pressure does not rise Is the drain valve open? Close the drain valve.
The pressure does not rise Does liquid flow from the connection part of the flow line? Retighten the connection part. If retightening does not stop the liquid leak, replace the connection part.
The rinse liquid of the automatic rinsing kit decreases Does the rinse liquid leak from the backside of the head holder? Inspect (replace) the diaphragm.

Reference: Inspecting the Plunger and Diaphragm, Replacing the Plunger and Diaphragm
The rinse liquid of the automatic rinsing kit decreases Does the liquid flow from the connection part of the flow line? Retighten the connection part. If retightening does not stop the liquid leak, replace the connection part.
The rinse liquid of the automatic rinsing kit increases Does liquid flow from the plunger seal? Replace the plunger seal. When the lifetime of the plunger seal is extremely short, replace the plunger as well.

Reference: Cleaning and Replacing the Plunger and Diaphragm, Inspecting the Plunger and Diaphragm, Replacing the Plunger and Diaphragm, Replacing the Plunger Seal
The scheduled end time does not match that of the actual analysis Was the oven temperature changed for each analysis? Changing the oven temperature for each analysis causes a [Wait Oven] status. It is recommended that the oven temperature not be changed if possible.
The scheduled end time does not match that of the actual analysis Has an extremely short analysis been repeated? The scheduled end time is recalculated as each line of the sequence table is processed. For sequences performing multiple analyses (injections) in a line, the end time is calculated only for the first analysis.
The status does not become [Ready] / The set temperature is not reached Is the room temperature high or the set temperature low? Set the temperature for the column temperature control properly. The range of adjustable temperatures for the column temperature control varies according to the room temperature.
The status does not become [Ready] / The set temperature is not reached Is the column oven door open? Close the column oven door.
The version number displayed when connecting an LC-2030 differs from the real version number Is switching between the two LC-2030s having the same IP address and different version numbers occurring? Or, has the LC-2030 program been downgraded?  Delete the temporary files in Internet Explorer by selecting [Tools] - [Internet Options] - [Delete].
The wavelengths are misaligned Is the wavelength calibration properly performed?  Perform wavelength calibration.
The web browser screen is not properly displayed Are the settings for Internet Explorer correct? Check the Internet Explorer settings.
When an analysis is started, autozero is not executed for the detector In the "System settings" for the detector, is "Perform auto zero at analysis start" set to "Disabled"? Set the "Auto-zero when starting analysis" setting to "Enabled."